Case & Incident Management Officer

Education

Bachelor's degree holder

Qualifications

Open for fresh graduate

Duties and Responsibilities

1. Execute day-to-day contact list management and Bizload bulk loading operations covering 350,280 SIM
cards across 126 sites.
Access to Bizload and ANAM Firewall is granted solely for the execution of project deliverables. Misuse, unauthorized
export, or sharing of subscriber data constitutes serious misconduct, is ground for immediate termination for cause, and
may result in further action under R.A. 10173.
2. Log, triage, and resolve cases and incidents raised by DICT and end-beneficiary support channels.
3. Maintain accurate records of loading transactions, SIM status, and reporting cycles.
4. Coordinate with SMART Network, IT, DICT-designated project leads and field officers for site-level
escalations, and with platform teams for incident escalations and resolution within agreed SLAs.
5. Generate monthly reporting and analytics required by DICT under the contract scope.
6. May be required to provide cross-coverage for peer CIMOs during planned or unplanned absences, subject
to assignment by the Service Lead.
7. Support the Service Lead in compliance and audit requirements specific to the DICT engagement.
8. Submit weekly operational reports to the Service Lead related to loading volumes, incident counts, SLA
compliance, and material risks.
9. Completes mandatory compliance trainings (Code of Conduct, Data Privacy Act, Information Security)
within 30 days from start date.
10. Participate in quarterly reviews and project performance check-ins with the Service Lead and People
Partner.
11. Maintain 201 file currency and project-specific documentation.