Project Manager

Project Manager (API Gateway)

Job Overview

We are seeking a proactive and technically competent candidate to oversee the day-to-day operations, maintenance and support of our API Gateway (APIGW) platform hosted in the Government Commercial Cloud (GCC 2.0).

The successful candidate will be responsible for ensuring the availability, reliability, security and operational performance of the platform, which supports API connectivity and integration across government systems.

Working closely with external maintenance vendors and internal technical teams, the candidate will oversee BAU operations, coordinate incident resolution, manage system maintenance activities and ensure compliance with applicable government ICT policies and standards.

This role requires a strong sense of ownership, practical troubleshooting skills and the ability to independently identify, investigate and follow through on operational issues.

Key Responsibilities

1. IT Operations and BAU Support

· Oversee daily operations of the API Gateway platform to ensure service availability, stability and performance.

· Monitor system health, API traffic, performance indicators and operational alerts to identify potential issues proactively.

· Coordinate investigation and resolution of incidents, including API connectivity issues, service disruptions, performance degradation and authentication failures.

· Perform initial technical assessments and troubleshooting to facilitate timely issue resolution.

· Work with maintenance vendors to investigate incidents, identify root causes and implement corrective and preventive measures.

· Track incidents, service requests and operational issues to closure within agreed service levels.

· Review recurring incidents and identify opportunities to improve platform stability and operational efficiency.

· Maintain accurate operational records, SOPs, runbooks and technical documentation.

2. Vendor and Service Management

· Oversee the performance of external vendors responsible for API Gateway maintenance and technical support.

· Coordinate vendor activities relating to incident resolution, preventive maintenance, security patching, system upgrades and configuration changes.

· Review vendor technical findings, recommendations and proposed solutions to ensure they adequately address operational requirements.

· Monitor vendor performance against contractual obligations, service-level agreements (SLAs) and agreed deliverables.

· Follow up proactively on outstanding issues, maintenance activities and remediation actions.

· Escalate unresolved issues and ensure vendors provide timely and effective resolutions.

· Support maintenance contract administration, procurement activities and contract renewals.

3. Technical Support and Troubleshooting

· Develop and maintain a working understanding of the API Gateway architecture, configurations, integrations and operational dependencies.

· Investigate API-related issues, including HTTP errors, authentication failures, network connectivity problems, timeouts and performance issues.

· Analyse application logs, monitoring dashboards and other diagnostic information to identify potential causes of incidents.

· Work with application owners, infrastructure teams, cloud service providers and vendors to troubleshoot issues across system boundaries.

· Support API onboarding, access provisioning, configuration changes and integration testing.

· Review proposed technical changes and assess their potential impact on platform operations.

· Ensure that technical issues are properly documented and lessons learnt are incorporated into operational procedures.

4. Security, Compliance and Risk Management

· Ensure the API Gateway platform is operated in accordance with applicable government ICT security policies, standards and guidelines.

· Coordinate security patching, vulnerability assessments, penetration testing and remediation activities with relevant stakeholders.

· Track security findings, operational risks and outstanding remediation actions to closure.

· Support periodic access reviews, security assessments, audits and compliance reporting.

· Oversee the management and timely renewal of digital certificates and other security-related configurations.

· Support incident response activities for cybersecurity events affecting the platform.

· Coordinate disaster recovery exercises and ensure operational recovery procedures are maintained and tested.

5. Change and Maintenance Management

· Plan and coordinate scheduled maintenance activities, platform upgrades, security patches and configuration changes.

· Ensure changes are appropriately assessed, tested, approved and documented before implementation.

· Review implementation and rollback plans prepared by vendors.

· Coordinate with relevant stakeholders to minimise service disruptions during maintenance activities.

· Verify successful implementation of changes and ensure post-implementation issues are resolved.

· Maintain awareness of technology lifecycle risks, including software end-of-support and infrastructure obsolescence.

6. Stakeholder Coordination and Operational Reporting

· Serve as a key operational point of contact for API Gateway-related matters.

· Liaise with application teams, infrastructure teams, cybersecurity teams, cloud service providers and external vendors.

· Provide timely updates on incidents, operational risks, maintenance activities and outstanding issues.

· Prepare periodic operational reports covering platform availability, incidents, service performance and vendor deliverables.

· Identify and recommend improvements to monitoring, operational processes, documentation and service reliability.

· Support critical incident resolution and planned maintenance activities outside office hours when required.

Job Requirements

Qualifications

· Diploma or Degree in Information Technology, Computer Science, Information Systems, Engineering or a related discipline.

· Relevant certifications in IT service management, cloud computing, networking or cybersecurity would be advantageous.

Relevant Experience

· Preferably 5–8 years of relevant experience in IT operations or enterprise systems support, including experience managing vendors or outsourced maintenance services.

· Experience supporting enterprise applications, middleware, integration platforms or API Gateways would be advantageous.

· Experience coordinating incident management, technical troubleshooting, system maintenance and vendor support activities.

· Experience working with cloud-hosted enterprise systems would be advantageous.

· Experience in the Singapore public sector or government ICT environment would be an advantage.

Technical Knowledge and Skills

· Good understanding of enterprise application operations and troubleshooting methodologies.

· Working knowledge of HTTP/HTTPS, REST APIs, JSON, SSL/TLS and common API authentication mechanisms.

· Familiarity with networking concepts such as DNS, firewalls, load balancers, proxies and network connectivity.

· Ability to interpret application logs, system alerts and monitoring information to support incident investigation.

· Basic understanding of Linux and/or Windows server environments.

· Familiarity with cloud infrastructure and cloud-hosted applications.

· Understanding of IT service management processes, including incident, problem and change management.

· Knowledge of API management platforms, government cloud environments, scripting or automation would be advantageous.

Key Competencies and Personal Attributes

· Proactive and self-driven: Takes initiative to identify potential operational issues and address them before they escalate.

· Strong ownership: Demonstrates accountability and follows through on incidents, operational tasks and outstanding issues until closure.

· Analytical and resourceful: Able to investigate technical problems systematically, assess available information and identify appropriate next steps.

· Technically curious: Willing to understand system architecture, investigate unfamiliar technologies and continuously develop technical knowledge.

· Effective vendor management: Able to engage vendors constructively, challenge technical recommendations where necessary and ensure timely delivery of solutions.

· Good communication and coordination: Able to communicate effectively with technical teams, vendors and stakeholders.

· Organised and meticulous: Able to manage multiple operational activities, maintain accurate documentation and follow up on outstanding matters.

· Service-oriented: Committed to maintaining reliable systems and delivering effective operational support.

What We Are Looking For

We are particularly interested in candidates who:

· Have practical experience supporting production IT systems and resolving operational issues.

· Take ownership of problems instead of merely escalating them to vendors.

· Are comfortable examining logs, investigating errors and working with technical teams to identify root causes.

· Proactively follow up on outstanding issues and identify potential risks before they become incidents.

· Can independently coordinate maintenance activities and manage external vendors.

· Are willing to learn API Gateway technologies even if they have not previously supported a dedicated API management platform.

Prior experience with a specific API Gateway product is not mandatory. Candidates with strong IT operations, application support or infrastructure support experience, coupled with good troubleshooting skills and a proactive attitude, are encouraged to apply.