Global Major Incident Lead (ITSM)

Allegion; Colorado; On-site; USD 70,000 - 123,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Unlimited Paid Time Off

401K with 6% match

Health Savings Accounts

Flexible Spending Accounts

Life Insurance

Tuition Reimbursement

Wellness program

Job summary

Allegion is seeking a Global MIM Coordinator to lead Major Incidents, mobilize the MIT, and drive timely resolution with clear stakeholder communications.

You will maintain incident records, develop SOPs, and lead PIRs to prevent recurrence while coordinating cross-functional IT teams across time zones and shifts. This role requires ITSM experience and ITIL knowledge in a security-focused environment.

Qualifications

• 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.

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 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.

Skills

Sales experience

IT incident management

ITIL principles

ServiceNow/Jira Service Management

Communication skills

Cross-functional leadership

Analytical skills

On-call readiness

Tools

ServiceNow

Jira Service Management

Job description

Allegion is seeking a Global MIM Coordinator to lead Major Incidents, mobilize the MIT, and drive timely resolution with clear stakeholder communications.

You will maintain incident records, develop SOPs, and lead PIRs to prevent recurrence while coordinating cross-functional IT teams across time zones and shifts. This role requires ITSM experience and ITIL knowledge in a security-focused environment.