Principal Engineer - Major Incident Response & ITIL Platform
Core
Principal Engineer leading Major Incident Response (MIR), Post-Incident Review (PIR), and Problem Management programs while architecting and building automation on the ServiceNow ITIL platform.
Role type
Senior IC Principal Engineer (ITIL/ServiceNow)
Builds
Automated ServiceNow workflows, incident playbooks, RCA libraries, and real-time KPI dashboards.
Domain
Retail IT Operations / IT Service Management (ITIL)
Required skills
ServiceNow platform engineering, Major Incident Response leadership, Problem Management lifecycle, Post-Incident Review (PIR) execution, ServiceNow scripting (Flow Designer, Business Rules), Stakeholder communication during crises, Offshore team management, SLA/SLO management, Root Cause Analysis (RCA), Automation design.
Preferred skills
ITIL 4 Strategic Leader or Managing Professional certification, ServiceNow CSA/CIS certifications, Experience in large-scale retail or e-commerce environments.
Technologies
ServiceNow, Dynatrace, Splunk, PagerDuty/AlertOps
Responsibilities
Serve as Incident Commander for P1/P2 events; Design and maintain universal MIR playbooks; Own the end-to-end PIR lifecycle and RCA library; Build ServiceNow workflows, automations, and integrations; Lead and develop offshore operations teams; Present program health metrics to senior leadership.
Seniority
Principal, hands-on IC & program leader