Type of contract

Full Time

Location

Gurugram (Delivery Platform), India

Service line

Innovation

Role: Business Applications and Data Support Team Lead

Experience: 7-8 Years

Location: Gurgaon and Pune

Business Services Team Overview

Our Business Services team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT, Operations, Finance and Quality & Risk Management teams make it their mission to ensure Forvis Mazars has the right tools, technology, strategies and services in place to deliver exceptional client service and future-proof our growing firm.

Job Purpose

The Business Applications and Data Support Team Lead provides day-to-day people and operational leadership for an India-based support team covering business applications, document management and data services. Reporting to the Digital Services Manager, the role ensures the team works effectively to UK business hours and delivers a responsive, consistent and well-governed service to UK colleagues. The role manages demand, priorities, incidents, service requests and escalations; develops team capability; strengthens knowledge and support processes; and works with product, engineering, data, service and business stakeholders to improve service quality, resilience and user experience.

Key Accountabilities

Area

Accountabilities

Team leadership and capability

Lead, coach and develop support personnel across business applications, document management and data support, setting clear objectives, service expectations and professional standards.

Plan team capacity and coverage around UK business hours, allocate work effectively and promote accountability, collaboration and knowledge-sharing.

Support recruitment, onboarding, performance development, succession planning and cross-skilling across the team.

Service operations and performance

Own day-to-day delivery of incidents, service requests, access requests and operational tasks across the supported portfolio.

Monitor queues, priorities, service levels, ageing work, backlogs and user impact, intervening early where performance is at risk.

Provide clear service reporting, operational insight and improvement actions to the Digital Services Manager and relevant stakeholders.

Business applications support

Ensure effective functional and operational support for business applications, including user access, configuration, issue diagnosis, vendor liaison and controlled minor change.

Maintain clear application ownership, escalation routes, support documentation and handover arrangements.

Coordinate with product owners, engineering and suppliers on defects, releases, enhancements and recurring service issues.

Document management support

Lead support for document management services, including access, metadata, templates, workflows, integrations, filing issues and user guidance.

Ensure requests and incidents are handled in line with information governance, security, retention and records-management requirements.

Work with service owners and specialists to improve adoption, reliability and consistency of document management practices.

Data support

Lead support for data-related requests and operational issues, including data access, quality queries, scheduled processes, reporting dependencies and controlled data corrections.

Ensure appropriate validation, approval, auditability and segregation of duties for data support activity.

Coordinate with data engineering, analytics, application owners and business teams to resolve issues and reduce repeat demand.

Incident, problem and escalation management

Act as the operational escalation point for complex, high-impact or ageing support matters.

Coordinate investigation, communication, recovery and follow-up,



collaborating with Service Management and technical teams.

Use incident and problem trends to identify root causes, prioritise preventative action and improve service resilience.

Governance, controls and knowledge

Ensure support procedures, knowledge articles, service records, ownership information and operational documentation remain current and usable.

Apply agreed controls for access, data handling, change, audit evidence, security and regulatory compliance.

Maintain oversight of operational risks, dependencies, supplier issues and support readiness for new or changed services.

Stakeholder and supplier management

Build effective relationships with UK business stakeholders, service owners, technical teams and third-party suppliers.

Communicate clearly on priorities, progress, service disruption, risks and resolution expectations.

Represent the support team in service reviews, change planning, release readiness and continuous-improvement discussions.

Leadership Responsibilities

- Lead and develop a multi-disciplinary support team, creating clear accountability for service quality, responsiveness, documentation and user outcomes.
- Establish dependable working arrangements aligned to UK business hours, with appropriate coverage, handovers and escalation paths.
- Create an inclusive service culture based on ownership, professionalism, collaboration, learning and continuous improvement.
- Act as the senior operational escalation point across business applications, document management and data support.
- Represent the team in service governance, operational planning, change, release and stakeholder forums.

Role-Specific Responsibilities

Capability

Responsibilities

Business applications service

Maintain effective support models, ownership, access processes, knowledge and escalation arrangements for business applications.

Coordinate application issues, minor enhancements, supplier engagement and operational readiness for change.

Document management service

Oversee user, access, metadata, workflow, template, filing and integration support for document management services.

Promote compliant and consistent handling of documents and records through strong support processes and user guidance.

Data support service

Oversee operational data requests, quality issues, controlled corrections, scheduled-process failures and reporting dependencies.

Ensure data support is authorised, validated, traceable and aligned with agreed governance and security controls.

Service management and improvement

Use service data, user feedback and root-cause analysis to improve responsiveness, reliability and knowledge.

Reduce repeat demand through automation, self-service, better documentation, problem management and preventative action.

Technical and Professional Skills

Essential capability

Expected evidence

Support team leadership

Experience leading and developing application, document management, data or service support teams in a business-critical environment.

Service management

Strong understanding of incident, request, problem, knowledge, change and service-level management practices.

Business applications support

Experience supporting enterprise business applications, including access, configuration, troubleshooting, vendor escalation and controlled change.

Document management

Practical understanding of document management platforms,



metadata, permissions, workflows, templates, integrations, information governance and user support.

Data support and controls

Experience handling data access, quality, operational processing and controlled correction requests with appropriate validation, approval and auditability.

Operational governance

Ability to maintain support models, service documentation, controls, risk visibility, operational readiness and audit evidence.

Analysis and improvement

Ability to interpret service data, identify root causes, manage backlogs and convert insight into practical service improvements.

Stakeholder management

Strong communication and prioritisation skills, with the ability to work effectively across UK and India teams, technical specialists, suppliers and business stakeholders.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Business Systems or a related field. ITIL certification or equivalent service-management experience is preferred.

Person Specification

- Inclusive and dependable people leader who sets clear expectations, develops others and creates a strong service culture.
- Customer-focused and calm under pressure, with sound judgement across urgency, impact, risk and competing priorities.
- Organised and delivery-focused, able to manage operational demand, escalations, stakeholder expectations and distributed working arrangements.
- Analytical and improvement-oriented, with the ability to identify patterns, challenge recurring issues and embed sustainable solutions.
- Confident communicator who can explain technical or data-related issues clearly to business and technology audiences.
- Committed to documentation, governance, security, data integrity, professional standards and continuous learning.
- Comfortable leading an India-based team working to UK business hours in support of UK colleagues.
- Professional, ethical and aligned to Forvis Mazars values, demonstrating integrity and accountability.

Measures of Success

Outcome

Examples of evidence

Responsive and predictable support

Incidents and requests are prioritised effectively, service levels are visible and users receive clear, timely communication.

Effective UK-hours coverage

The India-based team provides dependable coverage aligned to UK business hours, with clear ownership, handovers and escalation routes.

Capable and resilient team

Team members are coached, cross-skilled and supported; knowledge is shared and key services are not dependent on individuals.

Secure business applications

Application issues, access requests, supplier escalations and minor changes are handled consistently and recurring disruption reduces.

Well-governed document management

Document management support is responsive, documented and aligned with access, information governance and records-management requirements.

Controlled data support

Data requests and corrections are authorised, validated, traceable and completed with appropriate quality and security controls.

Reduced repeat demand

Problem management, knowledge, self-service and preventative improvements reduce avoidable incidents and support effort.

Positive stakeholder outcomes

UK stakeholders receive professional service, transparent communication and practical resolution of business-impacting issues.

At Forvis Mazars, we embrace diversity and are committed to fostering an inclusive culture where everyone feels valued, heard, and empowered. We provide equal opportunities for growth and advancement, regardless of background, identity, or experience. Join a global team where your unique perspective helps shape a more equitable and innovative future. If you’re ready to make an impact and elevate your career, we’d love to hear from you.

📌 Business Applications and Data Support Team Lead (Gurugram)
🏢 Forvis Mazars
📍 Gurugram