About Us: Stitch is a visionary technology company committed to empowering businesses through our homegrown SaaS and API-driven platform. Our mission is to simplify money movement processes, enhance profitability, and deliver seamless experiences for our clients and their customers. We strive to eliminate complexities and create innovative solutions for a better tomorrow. About the Role:

We are seeking a proactive and detail-oriented L1 Service Delivery Associate to join our Payment Operations team in a fast-paced Fintech / Payment Processor environment. This role is responsible for 24x7 real-time transaction monitoring, incident management, and daily payment operations in line with Mastercard, Visa, and Mada network standards. The position follows a rotational roster (including weekends and holidays) to ensure continuous service availability and SLA compliance across all client and partner platforms.

What will you be doing?

Performed 24x7 monitoring of transaction systems, payment gateways, and network connectivity to ensure high availability and operational stability.

Tracked real-time transaction, authorization, and settlement performance metrics, proactively identifying anomalies and service disruptions.

Managed incident detection, logging, escalation, and resolution coordination with L2/L3 support teams in accordance with defined SLAs.

Executed end-to-end payment operations, including settlements, reconciliations, refunds, chargebacks, wallet transactions, and clearing activities.

Supported payment ecosystem functions such as 3D Secure (3DS), tokenization, card issuance, and loan servicing operations.

Validated daily transaction reports, settlement files, and reconciliation data to ensure accuracy, compliance, and financial integrity.

Collaborated with internal teams, banking partners,



and external stakeholders to ensure timely and accurate payment processing.

Monitored service delivery KPIs, client SLAs, system uptime, and operational performance, contributing to MIS reporting and dashboard preparation.

Participated in incident reviews, root cause analysis (RCA), shift handovers, and continuous improvement initiatives to enhance service reliability.

Ensured adherence to regulatory and industry standards including SAMA, PCI DSS, Visa, Mastercard, and Mada requirements while maintaining SOPs, audit documentation, and access controls. Who are you?

Bachelor's degree in Finance, Business Administration, Computer Science, Information Technology, or a related discipline.

2–4 years of experience in payment operations, fintech, transaction monitoring, or financial services environments.

Strong understanding of payment processing lifecycles, card schemes, and transaction flows across Mastercard, Visa, and Mada networks.

Hands-on experience with transaction monitoring tools, switch operations, incident management platforms, and operational dashboards.

Knowledge of ISO 8583 messaging standards, API integrations, core banking systems, and card management platforms.

Familiarity with SAMA regulations, Mada operational requirements, and industry best practices within the Saudi Arabia/GCC payments ecosystem.

Excellent analytical, problem-solving, communication, and stakeholder management skills, with the flexibility to work in a 24x7 rotational shift environment.

Why Join

Us?

Be part of a fast-growing company driving innovation in financial technology.

Work on challenging and cutting-edge projects that make a real impact.

Opportunity to lead and mentor a talented team of developers.

- Cooperative and inclusive work environment with a focus on growth and development.

📌 Service Delivery Associate (Chennai)
🏢 Stitch FZ
📍 Chennai