Case & Incident Management Officer – Telecom Project

About the role

The Case & Incident Management Officer will support the execution of bulk SIM‑card loading and incident handling for a large‑scale telecom project in the Philippines.

Key responsibilities

• Execute day‑to‑day contact list management and Bizload bulk loading for 350,280 SIM cards across 126 sites.
• Ensure secure access to Bizload and ANAM Firewall; prevent misuse of subscriber data.
• 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 SLAs.
• Generate monthly reports and analytics required by DICT.
• Provide cross‑coverage for peer CIMOs during absences as assigned.
• Support compliance and audit requirements, submit weekly operational reports, complete mandatory trainings, and keep project documentation up‑to‑date.

Required profile

• Bachelor’s degree (open to fresh graduates).
• Ability to work with large data sets and follow strict data‑privacy regulations (R.A. 10173).
• Strong attention to detail and ability to meet reporting deadlines.

Required skills

• Bizload bulk‑loading tool.
• ANAM Firewall for secure access.
• Basic knowledge of telecom SIM‑card operations.