Main issue of non escalation internally steams from culture to ask for help. Probably stemming from functional expert's behaviour of I-know-how-to-fix . It is true we hire functional experts in operation because they know it. While it is very important not just the functional expert but full organisation and learn from day to day issues.
This requires a personal behaviour understanding as well organisational cultural shift.
We can look at day to day issues from two perspective:
- Cause of the Problem and Understanding of the active Solution for the same.
- Knowledge level of the above.
This perspective will help is driving
- how the operation team and team members ASK or TELL the issue for
- Proactive resolution
- Team to learn and fix these for long term solution