Global Major Incident Management Coordinator

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Serve as the main coordinator and escalation point during significant incidents (P1 and P2).

• Mobilize, lead, and oversee the Major Incident Team, which includes the service desk, technical teams, and stakeholders, to analyze and resolve incidents.

• Deliver clear and timely status updates and communications throughout the incident lifecycle.

• Keep comprehensive incident records, detailing actions taken, timelines, and resolutions.

• Create, maintain, and enforce standard operating procedures (SOPs) and documentation for incident management processes.

• Conduct post-incident reviews to determine root causes, assess response effectiveness, and implement corrective measures.

• Coordinate resources across functions and escalate issues to restore service and minimize business impact.

• Collaborate with Allegion Global ITSM teams on documentation, training, and knowledge transfer between internal IT and vendor teams.

• Assist with additional internal projects and tasks as assigned.

⛳️ Requirements

• Minimum of 3 years’ experience in IT incident management, service operations, or a related ITSM role, including coordinating major incidents.

• At least 3 years of sales experience, preferably in the security space.

• Strong understanding of ITIL principles and best practices in major incident management.

• Preferred ITIL v3/v4 certification.

• Familiarity with ITSM/ticketing platforms such as ServiceNow and Jira Service Management.

• Experience with incident tracking.

• Exceptional verbal and written communication skills.

• Proven experience in providing concise status updates to both technical and non-technical stakeholders.

• Capable of leading cross-functional teams under pressure and driving resolution.

• Strong analytical, problem-solving, and documentation abilities.

• Willingness to work across time zones and participate in an on-call rotation as required.

• Legally authorized to work in the United States.

• Allegion does not plan to provide sponsorship for employment visa status.

🏝️ Benefits

• Investment in professional development.

• Emphasis on work-life balance.

• Generous paid time off.

• Comprehensive 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.

• Disability Insurance – both Short-Term and Long-Term coverage, paid for by Allegion.

• Life Insurance – Term life coverage with the option for supplemental coverage.

• Tuition Reimbursement.

• Voluntary Wellness Program with rewards up to $2,000.

• Employee Discounts available through Perks at Work.

• Opportunities for community involvement and giving back.

• Clifton Strengths assessment and coaching.