A very similar scenario is described in the fictional work, "The Phoenix Project", is it not? There is a smart character who handles every escalation, but nothing is documented, he was the bottleneck, and his stress level was high. Management had to figure out they needed to handle the escalations, prioritize, reduce the bottleneck, document the solutions, and teach others to fish. This article seems to be addressing…
Yup, very similar scenario in The Phoenix Project. And thank you for the reminder of that. It occurred to me reading the original article and this reply to it that I may be somewhat putting myself in a Rick situation right now. I don't have any good book recommendations, but I'd be delighted if anyone else did :)
1) don't work more than 45 hours a week, ever.
2) if you are forced to work any saturday or sunday, you take one day off in the following week.
3) don't work when you are outside of work. no remote access, no email, no slack, no app on your phone, don't accept calls from work.