Case & Incident Management Officer

About the role

The Case & Incident Management Officer will oversee the daily management of contact lists and bulk loading of SIM cards for a large‑scale telecom project. Working closely with DICT, SMART Network and internal teams, the role ensures accurate data handling, incident resolution and compliance with strict data‑privacy regulations.

Key responsibilities

• Execute day‑to‑day contact list management and Bizload bulk loading for 350,280 SIM cards across 126 sites.
• Log, triage and resolve cases and incidents raised by DICT and end‑beneficiary support channels.
• Maintain accurate records of loading transactions, SIM status and reporting cycles.
• Coordinate with SMART Network, IT, DICT project leads and field officers for site‑level escalations and with platform teams for incident resolution within agreed SLAs.
• Generate monthly reporting and analytics required by DICT under the contract scope.
• Provide cross‑coverage for peer officers during planned or unplanned absences as assigned by the Service Lead.
• Support compliance and audit requirements specific to the DICT engagement.
• Submit weekly operational reports on loading volumes, incident counts, SLA compliance and material risks.
• Complete mandatory compliance trainings within 30 days of start date and participate in quarterly performance reviews.

Required profile

• Bachelor’s degree holder; fresh graduates are welcome.
• Strong attention to detail and ability to handle large data sets.
• Willingness to adhere to data‑privacy and information‑security policies.

Required skills

• Experience with Bizload system.
• Familiarity with ANAM Firewall.