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 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.
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.
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.
Apply Today!Join our team of experts today and help us make tomorrow's world a safer place!
Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification
and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.
