Develop a clear escalation policy for escalations to Reliability Engineering
Currently, there's no clear escalation policy for incidents that require coordination (and likely escalation) between reliability, security, and support engineering teams. Specific examples might include whether users of PagerDuty should add responders to existing incidents or trigger a new incident in another team's "service". Or, whether support agents and engineers should Cc reliability or security engineers in Zendesk tickets.
Further, cross-linking references to these tools is cumbersome and slow—and a loose coupling of tools and teams without a defined process rarely results in the swift resolution of an incident. But, all of these tools collect their own data-points well, but they're not disparate data types—they can all work in tandem to investigate and resolve incidents quickly. The teams must decide how they are to be used together so the information in each team's purview is never siloed off from their partner organization(s).
Of course, our preference is to consolidate information from across these communication channels into a GitLab issue. But, that may not be entirely feasible. Leadership responsible for incident response in the Infrastructure, Support, and Security organizations needs to coordinate a solution.