Agreed. That was how I've seen it run well. eg we'd create 2 channels for the incident - the first was for the technical team trying to fix it and would have qu

Agreed. That was how I've seen it run well. eg we'd create 2 channels for the incident - the first was for the technical team trying to fix it and would have quite a bit of noise as debugging went on. The second was for more senior managers and the client/account people to coordinate comms with customers. The only manager in the first group was the teams direct technical manager or their eg Tech Lead type of role. Their job was to not work on the fix but to communicate what they were observing to the 2nd group who would deal with the customers. Smaller companies though are a bit less structured, and have to wing it a bit more depending on circumstances.