Case & Incident Management Team Lead (Project-based)

Responsibilities

• Owns end-to-end service management for the DICT Bayanihan SIM engagement
• Leads the team of 6 Case & Incident Management Officers covering operations, reporting, and incident response
• Acts as the primary escalation point and client-facing service lead for DICT throughout the engagement
• Stewards SLAs and contractual obligations across the 12‑month engagement
• Coordinates with Network, IT, Product, and Account teams to ensure platform and operational readiness
• Owns monthly service reviews, performance reporting, and audit response with DICT
• Manages project‑specific compliance, including Data Privacy Act adherence for end‑beneficiary data handling

Administrative Duties & Responsibilities

• Submits monthly project performance reports to the VP – Enterprise Wireless PM & Assurance
• Conducts weekly stand‑ups with the project team and bi‑weekly client reviews with DICT