Case & Incident Management Team Lead (Project-based)

FUNCTIONAL DUTIES & 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 a...