The service team needs to define how they want to manage incidents that come in from CEE or MCS (This ideally should re-use the existing SRE workflows and Jira boards instead of introducing something new).
Additionally the Service team needs to create or leverage a process to tell CEE when the service may be in a degraded state (such as updating status board, or posting to a slack channel or both) so CEE can check those locations for customer issues before escalating. Any existing SRE tools and processes should be used whenever possible.