Require support leadership on support preparedness issues

Request for comments

Need

I'm of the opinion that all support preparedness issues should have a support DRI, one of which is a manager / support leader. In https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/7045, we were caught off guard with a relatively significant amount of tickets and questions. Without clear review and input from support leadership, we're a bit blind and making some best estimations on what support load will look like. In addition, this issue did not have a support DRI so did not have much active engagement until the emails went out.

I believe that in the future, it would be best if support preparedness issues had at least one manager DRI to better raise questions on behalf of the team and also directly support the team. The support manager / DRI could and should also find experts or seniors in this area to help prepare and actively engage on the topic to help the team, and also take a DRI role.

Approach

We could simply require on the form for the user creating the preparedness to post in the support leadership Slack, and require someone to volunteer as DRI / reviewer before taking any action.

Alternatively, we could tag the leadership team in the template itself.

Benefit

We would be "more prepared" by having a manager actively engage. It would allow an opportunity for questions, assigning appropriate expertise, a natural leader to help support the team, and have a person actively tracking load and having awareness on support impact.

Competition / Alternatives

Open to ideas on alternatives