Principal Engineer - Major Incident Response & ITIL Platform
Core
Architect and lead the Major Incident Response (MIR) and ITIL platform, serving as Incident Commander for high-severity events while driving automation and observability for retail and digital environments.
Role type
Principal Engineer, Major Incident Response & ITIL Platform Lead
Builds
Automated ServiceNow workflows, incident playbooks, RCA libraries, and real-time KPI dashboards for stores, distribution centers, and e-commerce systems.
Domain
Retail IT Operations / IT Service Management (ITIL)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ServiceNow platform engineering, Major Incident Response leadership, Post-Incident Review (PIR) lifecycle management, Problem Management, ServiceNow scripting, Flow Designer, integration architecture, offshore team leadership, SLA/SLO definition
Preferred skills
ITIL 4 Strategic Leader or Managing Professional certification, ServiceNow CSA/CIS certifications, experience in large-scale retail or e-commerce
Technologies
ServiceNow, Dynatrace, Splunk, PagerDuty/AlertOps
Responsibilities
Serve as Incident Commander during P1/P2 events; design and maintain universal MIR playbooks; build and manage enterprise-wide RCA libraries; architect ServiceNow workflows and automations; lead offshore operations teams; present program metrics to senior leadership
Seniority
Principal, hands-on IC & program leader
