Standardizing Escalation Management In Cloud Support: A Global Framework For Efficiency And Accountability

Abstract

This article examines how the implementation of standardized escalation frameworks in large-scale cloud environments improves operational efficiency, accountability, and customer satisfaction. Using the case of a global cloud service organization, it highlights how process unification, automation, and leadership alignment reduced resolution times and improved visibility across regions. The discussion outlines how an integrated escalation management tool streamlined collaboration among support, engineering, and leadership teams. It also explores lessons learned in balancing automation with human oversight and provides a roadmap for replication in other large enterprises.