Nubank
Staff IT Engineer - Service Management
Miami · Staff+
Sponsorship not specified$179k-$268kDetected 3 days ago
Site Reliability EngineeringPlatform EngineeringJiraLeadershipCommunication
About the role
- Establishing a service catalog with clearly defined SLAs and OLAs aligned with internal stakeholder expectations.
- The IT team is the operational backbone of Nubank's internal infrastructure.
Responsibilities
- As a Staff IT Engineer - Service Management, you will own and evolve Nubank's IT Service Management (ITSM) practice end to end.
- Continuing to build and own Nubank's ITSM practice, defining and implementing core ITIL v4 processes: incident, problem, change, service request, and knowledge management.
- 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.
- Owning the end-to-end ITSM toolchain (Jira Service Management or equivalent): configuration, workflow design, form logic, SLA rules, and integrations with adjacent systems.
- Continuing to build and own
- Our recruitment process may involve the use of artificial intelligence-enabled tools, such as automated interview transcription and analysis, to support the evaluation process.
- A culture that values ownership and getting foundations right, without bureaucracy for its own sake.
Requirements
- Experience partnering with Security and/or Platform Engineering teams.
- Familiarity with adjacent frameworks: COBIT, ISO 20000, or SRE principles.
Nice to have
- Identifying and closing automation gaps - routing, escalation, notifications, and reporting - partnering with engineering teams to reduce manual toil across operations.
- 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.
- 7+ years of experience in IT service management, IT operations, or a related discipline.
- Deep ITIL v4 expertise
- ITIL 4 Foundation or Managing Professional certification strongly preferred.
- Hands-on experience owning and configuring ITSM tooling end-to-end (Jira Service Management, ServiceNow, or equivalent) - not just using it, but designing it.
Compensation
- $178,560 - $267,840
- Total compensation includes base salary, RSUs and benefits.
- Base salary range: $178,560 - $267,840
Benefits
- Opportunity of earning equity at Nu
- Medical Insurance
- Dental and Vision Insurance
- Life Insurance and AD&D
- Extended maternity and paternity leaves
- Nucleo - Our learning platform of courses
- NuLanguage - Our language learning program
- NuCare - Our mental health and wellness assistance program
- Saving Plans - Health Saving Account and Flexible Spending Account
- Palo Alto: Total compensation includes base salary, RSUs and benefits.
Company info
- 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.
This listing is sourced directly from Nubank's careers page and normalized into a canonical job model.