Principal Engineer - Major Incident Response & ITIL Platform

A World-Class TeamBJ’s Wholesale Club is powered by more than 30,000 team members who make a real impact every day. Whether you're stocking shelves, solving problems or shaping strategy, your work helps families save on what matters most.

We’re a team built on purpose and opportunity. Join us and be part of something meaningful.

Why You’ll Love Working at BJ’sAt BJ’s Wholesale Club, our team members are at the heart of everything we do. That’s why we offer a comprehensive benefits package designed to support your health, well-being and future – both on and off the job. When you grow, we grow.

Here’s just some of what you can look forward to:

Weekly Pay:
Get paid every week so that you can manage your money on your terms.

Free BJ’s Memberships:
Enjoy a complimentary The Club Card Membership, plus a free Supplemental Membership for someone in your household.
* Generous Paid Time Off:
Take the time you need with vacation, personal, sick days, holidays, bereavement, and jury duty leave.
* Flexible and Affordable

Health Benefits:

Choose from three medical plans, and access optional dental, vision, Health Savings Account (HSA), and flexible spending account options to fit your lifestyle.
* 401(k) Retirement Savings Plan:
Build your financial future with a company match (available to team members 18 and older).
* Employee Stock Purchase Plan:
Accumulate funds through after-tax payroll deductions that can be used to purchase shares of BJ’s common stock at a 15% discount.
** Eligibility requirements vary by position.

Position Overview:

The Principal Engineer, Major Incident Response & ITIL Platform Lead is a senior individual contributor and program leader who combines deep technical expertise with operational discipline. This role owns the design, configuration, and continuous evolution of the ITIL practice — including Major Incident Response (MIR), Post-Incident Review (PIR), and Problem Management — while serving as a hands-on engineer within Service Now and adjacent tooling platforms.

Unlike a traditional SDM role, this position is explicitly technical: you will architect workflows, build automation, instrument observability, and drive platform maturity across stores, distribution centers, and digital environments. You will also lead a high-performing offshore team and act as the primary program authority during high-severity events — bridging the gap between engineering execution and executive communication.

Key Responsibilities:

Major Incident Response (MIR) Program Leadership Own and operate the MIR program end-to-end — from playbook authorship to real-time bridge command — for incidents impacting stores, DCs, POS, fuel, e-commerce, and membership systems.

Serve as Incident Commander during P1/P2 events, driving technical triage, stakeholder communication, and escalation decisions under pressure.

Design and maintain a universal MIR playbook with consistent execution standards 24x7, including on-call rotations for nights, weekends, and holidays.

Establish leadership notification templates, technical bridge protocols, and business-facing communication cadences during major incidents.

Instrument incident severity classification logic, auto-routing, and escalation thresholds directly within Service Now.

Post-Incident Review & Postmortem Excellence Own the end-to-end PIR lifecycle — blameless, data-driven reviews completed within SLA — and enforce action-item closure rigor.

Build and maintain an enterprise-wide RCA library, problem signatures, and trend intelligence within Service Now's CMDB and Problem Management modules.

Partner with SRE and Software Engineering to translate RCA findings into reliability-driven design improvements and automated runbooks.

Configure and manage PIR workflows, SLA timers, and notification rules natively in Service Now — no manual handoffs.

ITIL Platform Engineering & Service Now Ownership Act as a hands-on technical owner of Service Now ITSM modules:
Incident, Problem, Change, and Event Management.

Design and build Service Now workflows, business rules, UI policies, Flow Designer automations, and integration spokes connecting monitoring platforms (Dynatrace, Splunk, Pager Duty/Alert Ops,…