Staff IT Engineer - Service Management
Nubank
Staff IT Engineer - Service Management at Nubank is a full time role based in Remote · São Paulo, São Paulo, Brazil (remote). It was published on 7 September 2026 and was open at last check.
| Role | Staff IT Engineer - Service Management |
|---|---|
| Company | Nubank |
| Location | Remote · São Paulo, São Paulo, Brazil (remote) |
| Employment type | Full Time |
| Published | 7 September 2026 |
| Status | Open at last check |
About Nu
Nu is the leading digital bank in Latin America, serving 135 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services.
Guided by its mission to fight complexity and empower people, Nu caters to customers’ complete financial journey, promoting financial access and advancement with responsible lending and transparency. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns.
Nu’s impact has been recognized in multiple awards, including Time 100 Most Influential Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Banks.
Visit our Institutional Page
About the Team
The IT team is the operational backbone of Nubank’s internal infrastructure. As the company scales, we’re building the service management foundations that let engineering teams move faster with more confidence — turning IT operations into a strategic advantage, not just a support function.
About the Role
As a Staff IT Engineer - Service Management, you will own and evolve Nubank’s IT Service Management (ITSM) practice end to end. You’ll design and implement processes, tools, and governance that keep our internal services reliable, auditable, and efficient, enabling engineering teams to focus on high-impact work while maintaining strong operational controls in a regulated environment.
You’ll Be Responsible For
- Continuing to build and own Nubank's ITSM practice, defining and implementing core ITIL v4 processes: incident, problem, change, service request, and knowledge management.
- Establishing a service catalog with clearly defined SLAs and OLAs aligned with internal stakeholder expectations.
- Owning the end-to-end ITSM toolchain (Jira Service Management or equivalent): configuration, workflow design, form logic, SLA rules, and integrations with adjacent systems.
- Identifying and closing automation gaps — routing, escalation, notifications, and reporting — partnering with engineering teams to reduce manual toil across operations.
- Defining and tracking operational KPIs (MTTR, SLA compliance, first-contact resolution, change success rate) and building regular reporting cadences for leadership and stakeholders.
- Establishing a Change Advisory Board (CAB) with structured documentation and approval workflows.
- Supporting audit and compliance requirements with structured evidence of IT operational controls, essential in a regulated financial environment.
- Driving ITSM adoption across the organization, creating runbooks, training materials, and documentation that embed service management culture at scale.
We Are Looking For a Person Who Has
Mandatory qualifications
- Solid experience in IT service management, IT operations, or a related discipline.
- Deep ITIL v4 expertise; ITIL 4 Foundation or Managing Professional certification strongly preferred.
- Proven track record of building ITSM practices from scratch or significantly transforming an existing function.
- Hands-on experience owning and configuring ITSM tooling end-to-end (Jira Service Management, ServiceNow, or equivalent) — not just using it, but designing it.
- Ability to work cross-functionally in a fast-paced, engineering-led environment, with strong influence-without-authority skills.
- Strong written and verbal communication, including the ability to present to senior leadership.
Nice-to-have qualifications
- Experience in fintech, high-growth tech, or other regulated industries.
- Familiarity with adjacent frameworks: COBIT, ISO 20000, or SRE principles.
- Experience partnering with Security and/or Platform Engineering teams.
- Fluent English.
What We Offer
- Greenfield, high-visibility scope: you’ll define what “good” ITSM looks like at Nubank’s scale — from zero.
- Direct exposure to senior leadership across IT and Engineering.
A culture that values ownership and getting foundations right, without bureaucracy for its own sake.
Location
- São Paulo, Brazil
- Campinas, Brazil
- Rio de Janeiro, Brazil
- Belo Horizonte, Brazil
Our Benefits
- Chance of earning equity at Nubank
- Food/ Meal Card (Vale-Refeição and/or Vale Alimentação)
- Public Transportation Commuting Benefit (Vale-Transporte)
- NuCare – Psychological, Financial and Legal Assistance Program
- Life Insurance
- Medical Plan
- Dental Plan
- NuLanguage – Language Course Program
- Nucleo - Our learning platform of courses
- Extended Parental Leave
- Daycare Allowance
- Parental Consultancy
- Work-from-home Allowance
- Gym Partnerships
- 30 days of paid vacation
- Relocation Assistance Package, if applicable
Work Model for this Role
Hybrid 2–3 times/week: Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit https://building.nubank.com/nu-hybrid-work-model/
Our recruitment process may involve the use of artificial intelligence–enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.
Create your free OnJob profile to apply — we'll take you to Nubank's application after sign-up. · Posted 7 Sept 2026.
Staff IT Engineer - Service Management at Nubank — questions answered
What does the Staff IT Engineer - Service Management role at Nubank pay?
Nubank does not publish a salary on this Staff IT Engineer - Service Management listing, so OnJob shows no figure for it rather than an estimate. For what this role pays across the market, the OnJob salary guides aggregate the live listings that do disclose pay.
Is the Staff IT Engineer - Service Management role at Nubank remote?
Yes — Nubank advertises this Staff IT Engineer - Service Management role as remote, tied to Remote · São Paulo, São Paulo, Brazil, and it is listed as full time work. Remote terms come from the employer's own posting, so confirm the expected working hours, timezone and any on-site days with Nubank before you apply.
Is the Staff IT Engineer - Service Management role at Nubank still open?
The Staff IT Engineer - Service Management posting at Nubank was open at OnJob's last check of the employer's careers page, having been published on 7 September 2026. OnJob re-checks source listings on each build and marks a role closed once it disappears, but listings can close without notice, so the employer's own page is the final word.
How do you apply for the Staff IT Engineer - Service Management role at Nubank?
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