Genex Infosys PLC.

About the Role This is a ground-floor leadership opportunity to design, build, and scale Genex’s Cybersecurity Practice from the ground up. The selected candidate will take ownership of establishing the Security Operations Center (SOC), securing the first reference client, building and certifying the analyst team, and developing the practice into a certified, revenue-generating business line with recurring subscription-based services. The role will report directly to the Head of Solutions Business and carry full P&L ownership for the Cybersecurity Practice. Key Responsibilities ✔ SOC Strategy & Setup: Design and establish the SOC target operating model, including service catalogue, SLA tiers, SIEM platform selection, tooling budget, and a costed 24/7 shift roster within the first 3 months. ✔ First Client Acquisition: Secure and contract the practice’s first paying reference client to establish proof of delivery within months 3–9. ✔ Team Building & Operations: Recruit, hire, and develop the L1/L2 security analyst team along with a Security Engineer. Build a certified team and establish genuine 24/7 operational coverage within months 6–12. ✔ Recurring Revenue Growth: Convert cybersecurity delivery engagements into multi-year, subscription-based Managed SOC contracts to establish a strong recurring revenue base within months 12–18. ✔ Compliance & Certification: Lead the practice toward ISO 27001 certification and ensure alignment with Bangladesh Bank and relevant regulatory ICT guidelines to support the acquisition of BFSI clients within months 12–18. ✔ P&L Ownership: Take full ownership of the Cybersecurity Practice P&L, including pricing, margins, tooling and vendor selection, resource planning, and hiring decisions. ✔ Executive & Client Representation: Represent the Cybersecurity Practice at C-suite and board-level meetings with clients, prospects, and strategic stakeholders. ✔ Sales Planning & Pipeline Management: Develop annual, quarterly, and monthly sales plans. Maintain a healthy sales pipeline at 3–5× the revenue target while monitoring forecast accuracy, conversion rates, and overall sales performance. ✔ Strategic Account Development: Build strong relationships with CIOs, CISOs, CTOs, IT Heads, and senior management. Identify customer pain points and convert them into cybersecurity opportunities while driving cross-selling and upselling across existing accounts. ✔ Pre-Sales & Enterprise Sales: Lead the cybersecurity pre-sales function and enterprise solution sales through strategic account plans. Pursue enterprise and government opportunities, including tenders, RFPs, and RFQs.

Server & System Administration ✔ Manage and maintain Windows Server (2012–2022 or the latest versions) and Linux environments.✔ Handle system installation, patching, performance tuning, upgrades, and troubleshooting.✔ Ensure high system availability, security, stability, and performance. Identity & Microsoft 365 ✔ Manage Active Directory, Azure AD, and hybrid identity environments.✔ Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.✔ Manage user access, security policies, permissions, and compliance requirements. Virtualization & Cloud ✔ Manage VMware and Hyper-V environments, including virtual machines (VMs).✔ Support Azure/AWS cloud infrastructure and hybrid cloud environments.✔ Ensure high availability, reliable backup, and disaster recovery readiness. Endpoint Management & Automation ✔ Implement and manage endpoint management tools such as Intune, SCCM, or similar platforms.✔ Handle device deployment, patch management, configuration, and policy enforcement.✔ Automate routine IT tasks using PowerShell, Bash, and other scripting tools. Network Infrastructure & Monitoring ✔ Maintain a strong understanding of LAN/WAN, VLAN, routing, switching, and VPN technologies.✔ Monitor network and system performance using tools such as PRTG, Zabbix, Nagios, or similar platforms.✔ Identify and respond to performance issues, alerts, and infrastructure-related incidents. IT Service Management ✔ Manage IT ticketing and service management systems such as OSTicket, ServiceDesk, Jira, or similar platforms.✔ Ensure effective SLA, incident, problem, and change management.✔ Continuously improve IT service delivery, operational efficiency, and reporting. Security & Compliance ✔ Implement and maintain security controls, including firewalls, VPN, MFA, DLP, and endpoint security solutions.✔ Conduct vulnerability assessments, security reviews, and IT audits.✔ Ensure compliance with organizational IT policies, security standards, and best practices. AI & Modern IT Operations ✔ Utilize AI tools for system monitoring, log analysis, troubleshooting, and operational support.✔ Automate repetitive IT tasks through AI-assisted workflows and intelligent automation.✔ Explore and implement AIOps solutions to improve operational efficiency and incident response. Team Leadership ✔ Lead and manage the IT support team to ensure effective service delivery.✔ Assign tasks, monitor team performance, and ensure timely resolution of technical issues.✔ Maintain IT documentation, SOPs, processes, and technical best practices.

The Manager – Learning & Development (L&D) will be responsible for leading the design, delivery, and continuous enhancement of learning programs for Live Chat and digital customer service operations. The role will focus on strengthening agents’ capabilities in written communication, customer handling, digital etiquette, empathy, and overall customer experience. The position will also work closely with Operations and Quality teams to identify performance gaps and translate them into measurable learning outcomes. Key Responsibilities Training & Facilitation Develop and conduct onboarding, process, communication, refresher, and remedial training programs for Live Chat agents. Enhance agents’ ability to communicate clearly, accurately, professionally, and courteously in both English and Bengali. Conduct practical training activities, including role plays, simulations, assessments, and knowledge checks. Ensure training programs are aligned with operational requirements and client expectations. Digital Customer Experience Train agents on digital customer service standards, chat etiquette, tone, empathy, and customer-focused communication. Coach agents on managing waiting times, using appropriate hold messages, and de-escalating difficult or dissatisfied customers through written communication. Integrate customer experience principles into everyday Live Chat interactions. Content & Learning Solutions Develop and regularly update bilingual training materials, facilitator guides, assessments, and job aids. Create and maintain a standardized response library covering greetings, hold messages, apologies, escalations, closings, and common customer scenarios. Review and update learning content based on process changes, quality findings, and client requirements. Quality, Coaching & Performance Improvement Work closely with Quality and Operations teams to analyze CE, empathy, FCR, CSAT, and DSAT performance results. Review chat transcripts to identify recurring communication, process, and behavioral gaps. Develop targeted coaching, refresher, and remedial training interventions based on identified performance issues. Monitor post-training performance and evaluate the measurable impact of learning interventions. Reporting & Stakeholder Management Prepare training plans, progress reports, and performance insights for management and the GP client. Monitor training attendance, completion rates, assessment results, and intervention effectiveness. Collaborate with Operations, Quality, HR, Team Leaders, and client stakeholders to align learning priorities with business objectives. Key Performance Indicators (KPIs) Adherence to training plans and completion rates New-hire training effectiveness and assessment performance Effectiveness of refresher and remedial training programs Improvement in CE, empathy, FCR, CSAT, and DSAT performance indicators Coaching effectiveness and post-training performance improvement Quality, accuracy, and timeliness of training materials and job aids Accuracy and timely submission of training reports Management and client stakeholder satisfaction