Incident & Change Management Coordinator

Dodge Construction Network (Dodge) is looking for a detail-oriented, process-driven professional to build out and mature our Incident Management and Change Management functions. These functions currently exist but lack formal structure-this role will own the transformation from ad hoc handling to a disciplined, auditable, well-governed practice. You'll design and implement the processes, approval workflows, and reporting that give engineering, IT, and leadership confidence that incidents are resolved consistently and changes are reviewed, approved, and tracked before they hit production. This is a hands-on process-and-tooling role, not just a policy-writing one. You'll be expected to build the actual workflows, forms, and automations inside our Atlassian ecosystem (Jira, Confluence, and related apps) that make the new processes stick. This is a full-time position and reports directly to the VP, IT Infrastructure and Operations. Preferred Location Qualified candidates should be based in or near Kochi and able to work from our Kochi office as part of a hybrid schedule. Essential Functions Incident Management - Formalize incident management processes: severity classification, escalation paths, communication protocols, and resolution SLAs - Own the incident lifecycle in Jira Service Management (or Jira), from detection/logging through resolution and closure - Drive post-incident reviews (blameless retrospectives / RCAs), ensure action items are tracked and closed, and report on recurring themes - Build dashboards and recurring reports on incident volume, MTTR, severity trends, and SLA compliance for leadership visibility Change Management - Design and implement a formal Change Management process, including change categorization (standard/normal/emergency), risk assessment, and CAB (Change Advisory Board) review cadence - Build structured Jira workflows and forms to capture change requests, required approvals, rollback plans, and post-implementation review - Partner with engineering, infrastructure, and application teams (AWS, M365, Atlassian, and internal platforms) to ensure changes are properly vetted before deployment - Track change success/failure rates and use data to continuously refine the process Tooling, Automation & Governance - Configure and maintain Jira workflows, schemes, automation rules, and Jira Service Management request forms to support both processes end-to-end - Use Atlassian automation (Jira Automation, Confluence integrations, forms) to reduce manual steps-auto-routing, approval reminders, SLA breach alerts, ticket linking, etc. - Maintain Confluence documentation: runbooks, process guides, RACI charts, and CAB meeting notes - Establish approval workflows and audit trails that satisfy internal governance and any relevant compliance requirements - Identify opportunities to integrate Incident/Change data with other systems (e.g., monitoring/alerting tools, CMDB-type asset tracking) as the practice matures Cross-Functional Coordination - Act as the process owner and point of contact across engineering, infrastructure, and vendor/contractor teams for all things incident and change related - Facilitate CAB meetings and post-incident reviews, keeping them efficient and action-oriented - Train and onboard teams on new processes, driving adoption without becoming a bottleneck Education Requirement Bachelor’s degree in a related field or equivalent education and work experience. Required Experience, Knowledge and Skills - 3+ years of experience in Incident Management, Change Management, IT Service Management (ITSM), or a Project/Program Management role with process-ownership responsibility - Hands-on experience administering Atlassian products-Jira and/or Jira Service Management required; Confluence experience strongly preferred - Demonstrated experience building Jira workflows, automation rules, and forms (Jira Service Management request forms or similar) - this is not just "used Jira," but "configured Jira." - Strong understanding of ITIL-aligned incident and change management concepts (formal ITIL certification is a plus, not required) - Excellent organizational skills with the ability to build structure from ambiguity-you'll be creating a lot of this from scratch - Strong written and verbal communication skills; comfortable facilitating meetings with technical and non-technical stakeholders, including leadership - Data-oriented mindset-comfortable building reports/dashboards to show process health and drive continuous improvement - Experience working in a technical environment (cloud infrastructure, SaaS, or software engineering organization) is a strong plus, even if you're not an engineer yourself Preferred Experience, Knowledge and Skills - ITIL v3/v4 Foundation certification - Experience with Jira Service Management's Change and Incident-specific templates/features - Familiarity with AWS or Microsoft 365 environments (you won't need to administer them but understanding what a "change" looks like in these environments helps) - Experience supporting SOC 2, ISO 27001, or similar compliance frameworks where change/incident records are auditable evidence About Dodge Construction Network Dodge Construction Network exists to deliver the comprehensive data and connections the construction industry needs to build thriving communities. Our legacy is deeply rooted in empowering our customers with transformative insights, igniting their journey towards unparalleled business expansion and success. We serve decision-makers who seek reliable growth and who value relationships built on trust and quality. By combining our proprietary data with cutting-edge software, we deliver to our customers the essential intelligence needed to excel within their respective landscapes. We propel the construction industry forward by transforming data into tangible guidance, driving unparalleled advancement. Dodge is the catalyst for modern construction.