Type of contract

Full Time

Location

Gurugram (Delivery Platform), India

Service line

Innovation

Role: Development and Integrations 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 Development and Integrations Support Team Lead provides day-to-day people and operational leadership for an India-based technical support team supporting internally developed applications and complex integrations. Reporting to the Digital Services Manager, the role ensures dependable support aligned to UK business hours across Microsoft Power Apps, enterprise Power Platform solutions, other bespoke applications, point-to-point integrations and Workato-enabled integrations. The role manages demand, ServiceNow queues, incidents, service requests, problems and escalations; oversees proactive monitoring and recovery; develops team capability; and works with engineering, product, integration, service and business stakeholders to improve reliability, supportability, efficiency and user experience.

Key Accountabilities

Area

Accountabilities

Team leadership and capability

Lead, coach and develop technical support analysts across internally built applications and integrations, setting clear objectives, service expectations and professional standards.

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

Support recruitment, onboarding, performance development, succession planning and cross-skilling across application, integration and service-management disciplines.

Service operations and ServiceNow performance

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

Manage ServiceNow ITSM queues, priorities, service levels, ageing work and backlogs, ensuring records are accurate and users receive clear, timely communication.

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

Internally developed application support

Ensure effective technical and operational support for internally developed applications, including Microsoft Power Apps, enterprise Power Platform solutions and other bespoke business applications.

Oversee diagnosis of application, configuration, access, data-flow and environment issues, coordinating fixes with developers, product owners and platform specialists.

Maintain explicit application ownership, escalation routes, support documentation, release handovers and operational readiness arrangements.

Integration support and monitoring

Lead support for complex business integrations, including point-to-point interfaces and integrations orchestrated through Workato.

Ensure integrations are proactively monitored, failures are investigated and recovered promptly, and business impact is understood and communicated.

Oversee troubleshooting across APIs, connectors, authentication, mappings, schedules, data flows and dependent systems, engaging engineering or suppliers where required.

Incident, problem and escalation management

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

Coordinate investigation, communication, recovery and follow-up, collaborating with Service Management, development, integration and platform teams.

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

Continuous improvement and efficiency

Identify recurring faults, manual interventions, avoidable demand and inefficient integration patterns, and recommend practical improvements.

Work with engineering,



product and integration owners to improve observability, error handling, alerting, automation, supportability and performance.

Reduce repeat demand through problem management, self-service, better documentation, standard operating procedures and preventative changes.

Governance, controls and knowledge

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

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

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

Stakeholder and supplier management

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

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

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

Leadership Responsibilities

- Lead and develop a technical 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 internally developed applications and business integrations.
- Represent the team in service governance, operational planning, change, release and stakeholder forums.

Role-Specific Responsibilities

Capability

Responsibilities

Internally developed application service

Maintain effective support models, ownership, access processes, runbooks, knowledge and escalation arrangements for Power Apps, enterprise Power Platform solutions and other bespoke applications.

Coordinate technical issues, defects, minor fixes, release support and operational readiness with product and development teams.

Integration support service

Oversee monitoring, recovery and technical support for point-to-point and Workato integrations across business systems.

Ensure failures, data-flow issues and dependency problems are diagnosed, documented, communicated and resolved through appropriate escalation paths.

ServiceNow and ITIL service management

Maintain effective queue management, prioritisation, service levels, escalation, problem records and knowledge within ServiceNow.

Embed practical ITIL-aligned incident, request, problem, change and knowledge management across the team.

Service improvement and automation

Use service data, monitoring insight, user feedback and root-cause analysis to improve responsiveness, resilience and efficiency.

Reduce repeat demand and manual effort through improved alerting, automation, self-service, documentation and preventative action.

Technical and Professional Skills

Essential capability

Expected evidence

Technical support team leadership

Experience leading and developing application, integration or technical service support teams in a business-critical environment.

ITIL and ServiceNow service management

Strong practical understanding of ITIL service-management practices and hands-on experience managing ServiceNow ITSM queues, service levels, backlogs, escalations and reporting.

Internally developed application support

Experience supporting bespoke or internally developed business applications, including Microsoft Power Apps or enterprise Power Platform solutions, with the ability to coordinate diagnosis and fixes with developers.





Integration support

Experience supporting complex integrations across APIs, connectors, authentication, mappings, schedules and data flows, including point-to-point and integration-platform patterns.

Workato or integration platforms

Practical experience supporting Workato or a comparable integration platform, including monitoring jobs or recipes, investigating failures and coordinating corrective action.

Operational monitoring and troubleshooting

Ability to use monitoring, logs, alerts and service data to diagnose faults, restore service, identify dependencies and improve observability.

Analysis and continuous improvement

Ability to identify root causes, recurring demand and inefficient processes, then convert insight into practical reliability, automation and efficiency improvements.

Stakeholder management

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

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Software Engineering or a related field. ITIL certification is preferred; relevant ServiceNow, Microsoft Power Platform or Workato certification would be advantageous.

Person Specification

- Inclusive and dependable people leader who sets clear expectations, develops technical capability 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 ServiceNow queues, operational demand, escalations and distributed working arrangements.
- Analytical and improvement-oriented, with the ability to identify patterns, challenge recurring failures and embed sustainable solutions.
- Confident communicator who can explain application and integration 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

Application and integration 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; technical knowledge is shared and key services are not dependent on individuals.

Stable internally developed applications

Power Apps, enterprise Power Platform solutions and other bespoke applications are supported consistently, with recurring disruption and unresolved defects reduced.

Reliable business integrations

Point-to-point and Workato integrations are actively monitored, failures are recovered promptly and recurring integration issues reduce.

Effective ServiceNow queue management

Queues, backlogs, ageing work, service levels and escalations are actively managed, with accurate records and clear ownership.

Reduced repeat demand and manual effort

Problem management, automation, improved monitoring, knowledge and preventative action reduce avoidable incidents and operational effort.

Positive stakeholder outcomes

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

📌 Development and Integrations Support Team Lead (Gurugram)
🏢 Forvis Mazars
📍 Gurugram