Incident & Change Management Coordinator

About the Role

Dodge Construction Network is seeking a meticulous and process-focused professional to establish and enhance our Incident and Change Management operations. These functions currently exist in a loosely organized manner, and this role will lead the shift towards a disciplined, auditable, and well-controlled practice. The successful candidate will design and roll out processes, approval workflows, and reporting that ensure engineering, IT, and leadership teams have confidence in consistent incident resolution and thorough review, approval, and tracking of changes before deployment.

This is a hands-on position where you will create actual workflows, forms, and automations within the Atlassian suite (Jira, Confluence, and related tools) to embed new processes effectively. The position reports directly to the VP of IT Infrastructure and Operations and requires a hybrid work schedule based primarily in Kochi.

Key Responsibilities

• Develop formal incident management processes including severity classifications, escalation routes, communication protocols, and service level agreements (SLAs) for resolution.
• Manage the end-to-end incident lifecycle using Jira Service Management or Jira tools, from detection and logging through to resolution and closure.
• Lead post-incident analyses such as blameless retrospectives and root cause analyses (RCAs), ensure follow-up actions are tracked and completed, and report on common trends.
• Design and maintain dashboards and recurring reports reflecting incident volumes, mean time to recovery (MTTR), severity patterns, and SLA adherence for leadership overview.
• Establish a structured Change Management process covering change categorization (standard, normal, emergency), risk evaluation, and scheduling of Change Advisory Board (CAB) reviews.
• Build detailed Jira workflows and forms to document change requests, secure necessary approvals, prepare rollback plans, and conduct post-implementation assessments.
• Collaborate with engineering, infrastructure, and application teams— including AWS, Microsoft 365, Atlassian platforms, and internal systems—to vet changes thoroughly before release.
• Monitor change success and failure rates and iteratively enhance the process based on data insights.
• Configure and maintain Jira workflows, automation scripts, schemes, and Service Management request forms that support incident and change management comprehensively.
• Leverage Atlassian automation tools (e.g., Jira Automation, Confluence integrations) to minimize manual interventions through auto-routing, approval notifications, SLA breach alerts, and ticket associations.
• Maintain Confluence documentation such as runbooks, procedural guides, RACI matrices, and CAB meeting notes.
• Create approval flows and audit trails that comply with internal governance and relevant regulatory requirements.
• Explore integration opportunities to connect incident/change records with additional tools such as monitoring and alerting systems or Configuration Management Databases (CMDB) as the practice evolves.
• Serve as the process owner and primary liaison for incident and change-related matters across engineering, infrastructure, and vendor/contractor teams.
• Facilitate effective, efficient CAB meetings and post-incident reviews that focus on actionable outcomes.
• Conduct training and onboarding sessions to ensure smooth adoption of new processes without becoming a workflow bottleneck.

Education and Experience Requirements

• Bachelor’s degree in a relevant field or comparable education and work experience.
• At least three years’ experience in Incident Management, Change Management, IT Service Management (ITSM), or program/project management roles involving process ownership.
• Proven experience administering Atlassian products, particularly Jira and Jira Service Management; strong preference for candidates familiar with Confluence.
• Demonstrated skills in configuring Jira workflows, automation, and request forms—beyond basic usage to actual implementation of these elements.
• Solid understanding of ITIL-aligned incident and change management concepts; formal ITIL certification is advantageous but not mandatory.
• Exceptional organizational ability to structure chaotic environments and define new processes from the ground up.
• Effective communication skills for facilitating meetings with diverse stakeholders including technical teams and leadership.
• A data-driven approach to creating reports and dashboards that spotlight process effectiveness and enable continuous improvements.
• Technical background or familiarity with cloud infrastructure, SaaS, or software engineering environments is a strong plus, though engineering expertise is not required.

Preferred Qualifications

• ITIL v3 or v4 Foundation certification.
• Experience using Jira Service Management’s change and incident-specific templates and features.
• Acquaintance with AWS or Microsoft 365 environments to understand the nature of changes within these platforms.
• Experience supporting compliance frameworks such as SOC 2 or ISO 27001 with audit-ready changelogs and incident documentation.

About Dodge Construction Network

Dodge Construction Network empowers the construction industry with essential data and connections to foster thriving communities. Our mission is to fuel business growth by delivering trusted insights and innovative software solutions that assist decision-makers in their strategic development. By transforming complex data into actionable intelligence, Dodge is a driving force behind modern advancements in construction.