Case & Incident Management Officer

About the role

The Case & Incident Management Officer will oversee daily SIM‑card loading operations and handle incident resolution for a large‑scale telecom project supporting the Department of Information and Communications Technology (DICT). The role ensures data integrity, compliance, and timely reporting across multiple sites.

Key responsibilities

• Execute day‑to‑day contact list management and bulk loading of 350,280 SIM cards across 126 sites using Bizload.
• 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 for escalations and SLA‑driven resolutions.
• Generate monthly reports and analytics required by DICT under the contract scope.
• Provide cross‑coverage for peer officers during absences as assigned by the Service Lead.
• Support compliance and audit requirements, submit weekly operational reports, and complete mandatory trainings within 30 days of start.

Required profile

• Bachelor’s degree holder; fresh graduates are welcome.
• Ability to handle confidential subscriber data in accordance with R.A. 10173.
• Strong attention to detail and adherence to compliance, audit and reporting standards.

Required skills

• Bizload
• ANAM Firewall