Merge pull request #17 from mt-sre/mhull-mtsre-867-incident-management

add incident management documentation

content/en/docs/internal-documentation/incident-management.md

@@ -0,0 +1,22 @@
+---
+title: Incident Management
+linkTitle: Incident Management
+---
+
+Preparedness for major incidents is crucial. We have established the
+ following Incident Management processes to ensure SREs can follow predetermined procedures:
+
+- [Incident Management Process](https://source.redhat.com/groups/public/service-delivery/service_delivery_wiki/incident_management_process)
+
+- [Incident Response Cheatsheet](https://github.com/openshift/ops-sop/blob/master/policies/incident_response.asciidoc)
+
+- [Automated Incident Management Process (WebRCA)](https://source.redhat.com/groups/public/service-delivery/service_delivery_wiki/automated_incident_management_process)
+
+## Coverage
+
+Layered Products SRE (LPSRE) provides 24x7 coverage and support.
+
+If you need to escalate an incident, please refer to the
+ [Layered Products SRE Escalation Procedure](https://source.redhat.com/groups/public/sre/wiki/cs_sre_escalation_procedure).
+
+**NOTE:** Only escalate an incident if the standard manual notification process using an OHSS ticket has failed.