Case & Incident Management Officer

About the role

The Case & Incident Management Officer will support the execution of SIM‑card loading and incident handling for a large‑scale telecom project in the Philippines. The role involves managing contact lists, processing bulk loads, and ensuring compliance with data‑privacy regulations.

Key responsibilities

• Execute daily contact‑list management and Bizload bulk‑loading for over 350,000 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, field officers, and platform teams to meet SLA requirements.
• Generate monthly reports and analytics required by DICT under the contract scope.
• Provide cross‑coverage for peer officers during absences and support compliance and audit activities.
• 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 (open to fresh graduates).
• Strong attention to data privacy and security policies.
• Ability to work under defined SLAs and handle multiple site‑level escalations.

Required skills

• Bizload bulk‑loading system.
• ANAM Firewall access and usage.

What we offer

• Opportunity to work on a high‑impact telecom project with national stakeholders.
• Professional development through compliance and incident‑management training.