💼 Full-Time Position

Case & Incident Management Team Lead (Project-based)

🏢
Smart Communications, Inc.
📍 makati, national capital region, Philippines
📍
Location
makati, Philippines
📅
Posted
June 04, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

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 wit...