docs: Add GitLab Dedicated IMOC Response Team handbook page

Nitin Dutt Sharmarequested to merge
add-dedicated-imoc-handbook into main

What

Add handbook documentation for the GitLab Dedicated Incident Manager On Call (IMOC) response team.

New Page: /handbook/engineering/infrastructure-platforms/gitlab-dedicated/incident-management/imoc/

Content Includes:

  • IMOC role overview and responsibilities
  • When to engage IMOC (S1/S2 incidents, escalations)
  • Incident Lead responsibilities in Dedicated context
  • Platform context (single-tenant, multi-tenant, Geo-enabled, US PubSec)
  • Key tools (Switchboard, incident.io)
  • Critical decision scenarios (Geo failover, emergency maintenance, GDEOC non-responsive)
  • Communication expectations and timing
  • Quick reference checklists
  • Common pitfalls and how to avoid them
  • Escalation paths and who to page

Target Audience:

  • GitLab.com IMOC managers volunteering for Dedicated rotation
  • New Dedicated managers joining IMOC rotation
  • Reference material for current Dedicated IMOC on-call

Why

This handbook page serves as the training and onboarding source of truth for the Dedicated IMOC response team. It bridges the gap between the general Incident Lead role and Dedicated-specific workflows, tools, and decision-making scenarios.

As per @rnienaber's guidance, handbook pages are the source of truth for LevelUp training. This page will support the upcoming "GitLab Dedicated IMOC Training" LevelUp course.

Location Rationale

Handbook location chosen for training/onboarding content (vs. runbooks for operational procedures). Handbook pages are the source of truth for LevelUp training and improves discoverability for .com IMOC volunteers.

The on-call runbook (in gitlab-dedicated/team repo) covers step-by-step operational incident procedures; this handbook page covers role context, responsibilities, and decision-making scenarios.

Related Issues

Edited by Nitin Dutt Sharma

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