Ethan Kim | Technical Program Portfolio

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

Executive takeaway

Built the APAC operating model from first regional hire into a structured global infrastructure function.

Operating path 01

Pressure1

Regional coverage gap

Program2

Operating rhythm

Outcome3

APAC program scaled

Problem

Unity needed reliable APAC coverage for high-scale multiplayer infrastructure while aligning regional execution with global engineering, product, and enterprise customer needs.

Actions

Defined regional operating rhythms, escalation paths, and team ownership models.
Managed 5 full-time engineers in Korea and up to 14 first-line vendor contractors in India.
Coordinated cross-regional execution across APAC, US, UK, vendor teams, product, engineering, and enterprise-facing stakeholders.

Impact

Scaled APAC from first regional hire into a structured global operations function.
Supported 24/7/365 multiplayer infrastructure operations.
Maintained strong team stability during restructuring and resource constraints.

Method

How I lead technical programs

1

Step 01

Structure ambiguity

I turn unclear operational pain into scoped programs with owners, risks, metrics, and decision points.

2

Step 02

Create execution rhythm

I use reviews, roadmaps, handovers, and stakeholder cadences to keep complex work moving across regions.

3

Step 03

Automate repetitive work

I reduce toil through tooling and alerting so technical teams can focus on judgment-heavy work.

4

Step 04

Scale through enablement

I build runbooks, onboarding paths, vendor workflows, and knowledge systems that make execution repeatable.

5

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.

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