O caminho para um gerenciamento de incidentes melhor começa aqui
Escalation policies for effective incident management
When an incident strikes, the best-case scenario is that your on-call engineer or SRE can resolve it quickly and on their own.
Of course, in the real world, that isn’t always the case. Sometimes resolution calls for a larger team, specialized knowledge, or more senior skills. Which is why any organization with more than two tech professionals needs a plan and policy for incident escalation.