Global Major Incident Management Coordinator
About The Position
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.
Requirements
- 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.
Nice To Haves
- ITIL v3/v4 certification preferred
Responsibilities
- 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 escalate 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.
Benefits
- Health, dental and vision insurance coverage
- Unlimited Paid Time Off
- 401K plan with a 6% company match and no vesting period
- Health Savings Accounts
- Flexible Spending Accounts
- Short-Term and Long-Term Disability Insurance
- Term life insurance with the option to purchase supplemental coverage
- Tuition Reimbursement
- Voluntary Wellness Program
- Employee Discounts through Perks at Work
- Community involvement and opportunities to give back
- Opportunities to leverage your unique strengths through Clifton Strengths assessment & coaching
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
