Global Major Incident Management Coordinator

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. Job Title The Global MIM Coordinator is the primary point of contact and coordinator for Major Incidents (Priority 1 and Priority 2). The MIM Coordinator will mobilize and lead our internal IT partner teams to drive timely resolution and ensure consistent communications to stakeholders and affected users. In addition, the role will maintain detailed incident records and operational documentation. You’ll also lead post-incident reviews to drive continuous improvement and partner with global ITSM teams on training and process alignment. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. What You Will Do: Act as the primary coordinator and escalation contact during major incidents (P1 and P2). Mobilize, lead and manage the Major Incident Team (MIT), including service desk, technical teams and stakeholders to analyze and resolve incidents. Provide clear, timely status updates and communications to stakeholders and affected users throughout the incident lifecycle. Maintain detailed incident records (actions taken, timelines, resolutions) to support learning and continuous improvement. Develop, maintain and enforce operational SOPs and incident management process documentation throughout their lifecycle. Lead post-incident reviews (PIRs) to identify root causes, evaluate response effectiveness, and implement corrective actions to prevent recurrence. Coordinate cross-functional resources and elevate issues as needed to restore service and minimize business impact. Partner with Allegion Global ITSM teams on documentation, training and knowledge transfer among IT internal and vendor teams. Support additional internal projects and tasks as defined. What You Need to Succeed: 3+ years sales experience; security space preferred 3+ years’ experience in IT incident management, service operations or related ITSM role, with proven experience coordinating major incidents. Strong knowledge of ITIL principles and major incident management best practices. ITIL v3/v4 certification preferred. Experience with ITSM/ticketing platforms (e.g., ServiceNow, Jira Service Management) and incident tracking. Excellent verbal and written communication skills; experienced providing concise status updates to both technical and non-technical stakeholders. Demonstrated ability to lead cross-functional teams under pressure and drive resolution. Strong analytical, problem-solving and documentation skills. Ability to work across time zones and participate in an on-call rotation as needed. Why Work for Us? Allegion is a Great Place to Grow your Career if: You’re seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, “this is your business, run with it”. You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us. You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work! You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential. What You’ll Get from Us: Health, dental and vision insurance coverage, helping you “be safe, be healthy” Unlimited Paid Time Off A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period Health Savings Accounts — Tax-advantaged savings account used for healthcare expenses Flexible Spending Accounts — Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury Life Insurance — Term life coverage with the option to purchase supplemental coverage Tuition Reimbursement Voluntary Wellness Program — Simply complete wellness activities and earn up to $2,000 in rewards Employee Discounts through Perks at Work Community involvement and opportunities to give back so you can “serve others, not yourself” Opportunities to leverage your unique strengths through Clifton Strengths assessment & coaching Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience. The expected Base Salary Range: $70,000 – $123,000. The actual compensation will be determined based on experience and other factors permitted by law. We Celebrate Who We Are! Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team (View email address on click.appcast.io). © Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370 Allegion is an equal opportunity and affirmative action employer Privacy Policy We are Allegion. A team of experts. United under a common desire; Protect today innovate for tomorrow. And never settle for the status quo. We believe in anticipating opportunities by sharpening our skills and finding new answers through collaboration. We believe in a safer, more secure world. We believe in providing peace of mind. We believe in being true to ourselves and to those who trust-in our protection. We are many. We are one. We are Allegion. #J-18808-Ljbffr Allegion