Absolutely. Same goes for any ops response. You need two people: one to triage the issue and another one to communicate with external stakeholders and to help

Absolutely. Same goes for any ops response. You need two people: one to triage the issue and another one to communicate with external stakeholders and to help the one doing the triage. The military does a very similar thing. An Army company commander usually has a RTO (radiotelephone operator) to handle taking on the radio. This frees the commander to make real-time decisions and response quickly to the situation on the ground, and frees him/her from having to spend time explaining things. A really good RTO will function as the voice of the commander, anticipating what he/she needs to get from the person on the other end of the radio. This is a great characteristic of a good operations engineer, too. While the person doing triage is addressing the problem, the communicator is roping in other resources that might be needed and communicating the current situation out to the rest of the team/company