Step 01
Structure ambiguity
I turn unclear operational pain into scoped programs with owners, risks, metrics, and decision points.
Ethan Kim
Technical Program Manager
Turning high-pressure infrastructure operations into programs that scale.
I lead cross-functional programs across multiplayer infrastructure, global infrastructure operations, automation, vendor strategy, and enterprise customer outcomes.
Role fit
Infrastructure TPMGlobal OperationsLaunch ReadinessVendor StrategyAutomation
Global Infrastructure OperationsLaunch ReadinessAutomation StrategyVendor StrategySLA / CSAT Improvement
Profile
About
I'm a fluently bilingual English/Korean Technical Program Manager with a global background shaped by living across four countries and working across multiple industries. I've learned to operate between cultures, functions, and levels of technical depth: turning ambiguity into shared context and helping teams execute clearly under pressure.
My path has spanned communications infrastructure, large-scale IT deployment, nonprofit program operations, global technical escalation, R&D escalation, and most recently gaming infrastructure at Unity. There, I led programs across global operations, launch readiness, automation strategy, vendor transformation, SLA/CSAT improvement, and knowledge standardization for high-scale multiplayer services.
I build the operating models behind technical teams: escalation paths, launch readiness plans, vendor workflows, automation programs, documentation systems, and review cadences that make execution repeatable.
English / KoreanFour-country backgroundGaming infrastructureGlobal operationsAutomation strategyVendor transformationCross-functional executionCustomer outcomes
Impact
Measured outcomes across infrastructure programs
Zone 01
Scale
Infrastructure stood up under global launch pressure.
01
50M+
Players scaled
Infrastructure operations during Apex-scale growth
02
3M+
Peak concurrent users
High-scale multiplayer infrastructure
Zone 02
Reliability
Customer experience and resolution speed stayed measurable.
03
99%
Enterprise CSAT
2024 enterprise customer operations
04
41.9%
TTR reduction
Complex SLA tickets, 39.8h to 26h
Zone 03
Operating leverage
Automation, knowledge systems, and vendors absorbed repeatable work.
05
144h
Annual toil removed
Manual diagnostics automated
06
62%
Knowledge standardization
APAC contribution to KCS rollout
07
41% -> 72%
Vendor resolution growth
First-line vendor operations transformation
Programs
Featured program work
Method
How I lead technical programs
Step 02
Create execution rhythm
I use reviews, roadmaps, handovers, and stakeholder cadences to keep complex work moving across regions.
Step 03
Automate repetitive work
I reduce toil through tooling and alerting so technical teams can focus on judgment-heavy work.
Step 04
Scale through enablement
I build runbooks, onboarding paths, vendor workflows, and knowledge systems that make execution repeatable.
Step 05
Measure outcomes
I connect execution to TTR, CSAT, vendor resolution, documentation coverage, and engineering focus.
Timeline
Selected career timeline
A focused arc from technical operations and program execution into high-scale infrastructure program leadership.
Infrastructure foundation
Program + technical bridge
Unity scale chapter
2020-2026
Scaled infrastructure programs
APAC Manager, Multiplayer Services Developer Support Engineering, Unity
Built and scaled the APAC regional program, managing 5 full-time DSEs and up to 14 first-line vendor contractors. Led programs across 24/7/365 operations, launch readiness, automation, vendor transformation, SLA/CSAT improvement, KCS rollout, and global operating standards.
2018-2020
Regional foundation
Developer Support Engineer, Unity Multiplay
Joined as the first APAC Multiplay DSE, helped establish regional follow-the-sun operations, authored a 40-hour Workramp onboarding course, wrote foundational runbooks, and debugged bare-metal machine, game server, and API issues.
2016-2018
Global escalation bridge
Technical Support Assistant Manager, Suprema
Delivered global technical escalation coverage across 133 countries, managed high-level escalations with R&D, wrote technical documentation, scripted troubleshooting automations, led webinars, and translated customer needs into actionable product feedback.
2014-2016
Program operations
Program Manager, TechSoup Korea
Managed NGO eligibility and compliance workflows, built operational procedures and documentation, trained personnel, localized global content, published communications, and supported TechSoup APAC/global leadership.
2013
Deployment at scale
Windows Deployment Technician, TEKsystems
Supported a large-scale Windows 7 deployment, upgrading and configuring over 700 devices at Spectrum Health while resolving hardware, software, and end-user issues.
2009-2011
Communications foundation
Signal Platoon Soldier, Republic of Korea Army
Maintained communications infrastructure, operated switchboards and portable radio equipment, diagnosed network connection issues, and administered the battalion intranet homepage during DMZ service.
Before Unity: technical and program foundations
Before leading high-scale infrastructure programs at Unity, I built a foundation across communications infrastructure, large-scale IT deployment, nonprofit program operations, global technical escalation, documentation, automation, R&D escalation, and customer-facing execution. That background shaped the way I lead technical programs today: close to the ground truth, clear in communication, and focused on repeatable outcomes.
Communications InfrastructureIT DeploymentProgram OperationsGlobal Technical SupportDocumentationAutomationR&D EscalationCustomer Outcomes
AI tooling exploration
Side projects
Small public experiments where I explore AI-assisted development workflows, rapid product prototyping, image generation, audio generation, and video generation while expanding my working knowledge of emerging AI tools.
Website
Dealirious
A game-deals dashboard for comparing official store discounts across platforms.
Website
LoreEngine
A tailored gaming-industry news brief that distills market, platform, AI, hardware, and esports signals.
YouTube channel
Mellow Paws
A lofi and chillstep music channel built around atmospheric mixes and calm visual worlds.
YouTube channel
Resting with God
A meditation channel centered on peaceful prayer music, rest, and calm reflection.
Contact
Let's build programs that scale.
1Ground truth
2Structure
3Execution rhythm
4Measurable outcome
I'm open to TPM and Program Manager roles in Korea, APAC, and global remote teams where technical complexity, cross-functional execution, and measurable operational outcomes matter.