Who: The Service team and the SRE manager responsible for the service team from SD - Services Delivery should work together to document how incidents should be escalated between the two teams.
Workflows for:

1. Engineering on Primary Incident response (getting alerts) escalating to SRE for support and assistance in an issue.
2. SRE on primary pager escalating to Engineering for incidents requring Engineering Assistance (Needed for during working hour and also outside of working hours)

SnP can help facilitate these conversation and form the plans with service engineering teams

Current Source of truth:
https://source.redhat.com/groups/public/openshiftplatformsre/wiki/how_to_sre_escalate_towards_engineering