Case & Incident Management Officer

About the role

The Case & Incident Management Officer will support the execution of a large‑scale SIM card loading project for the Department of Information and Communications Technology (DICT). The role involves managing contact lists, loading operations, and handling incidents across multiple sites while ensuring strict data privacy compliance.

Key responsibilities

• Execute daily 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 to meet SLA targets.
• Generate monthly reports and analytics required by DICT.
• Provide cross‑coverage for peer officers during absences as assigned.
• Support compliance and audit requirements, submit weekly operational reports, and complete mandatory trainings within 30 days of start.

Required profile

• Bachelor’s degree (open to fresh graduates).
• Willingness to adhere to data privacy and information security policies.
• Ability to work under defined SLAs and project timelines.

Required skills

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

What we offer

• Opportunity to work on a high‑impact national telecom project.
• Professional development through compliance and performance reviews.