About this opportunity
BJ's Wholesale Club lists this Principal Engineer - Major Incident Response & ITIL Platform opportunity in marlborough, Massachusetts. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Principal Engineer, Major Incident Response & ITIL Platform Lead
BJ'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.
At 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 ServiceNow 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
Post-Incident Review & Postmortem Excellence
ITIL Platform Engineering & ServiceNow Ownership
Problem Management
Continuous Improvement & Team Leadership
Key Outcomes:
Faster stabilization of high-severity events through structured, technically informed incident command.
Measurable reduction in repeat incidents via high-quality, action-tracked RCAs.
A mature, automated ServiceNow platform that minimizes manual effort and accelerates response and reporting.
Predictable, trust-building communication to business stakeholders during and after major incidents.
Continuous improvement embedded into operational DNA — not a periodic exercise.
KPIs & Success Metrics:
Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) for P1/P2 incidents.
Postmortem SLA compliance (e.g., 100% PIR completion within 5 business days).
Action item closure rate from PIRs within agreed timelines.
Reduction in repeat incidents (measured quarterly).
Problem Management throughput (number of problems logged, analyzed, and resolved).
Leadership communication SLA adherence during major incidents.
Continuous improvement initiatives delivered (e.g., automation, process optimization).
Stakeholder satisfaction scores from incident and problem management processes.
Requirements:
Education & Certifications
Experience
Work Environment
Technical Skills
Leadership & Soft Skills
This is a hybrid role. Tuesday through Thursday are in-office days at BJ's Club Support Center in Marlborough, MA and Monday and Friday are remote days.
In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ's Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is $137,500.00 - $175,500.00.
Worksite address
marlborough, MA, 01752, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.