@nixCraft
I have been involved in a very few real crises.
The first thing that management did was reach down through levels to get to the cognizant engineer and bring that person into a corner office.
They want the straight shit...they want it now....
They want "how"..."why"...and "who"...
They don't want "I think".
Sometimes crises happen even after substantially controlled development and testing.
When the crisis or issue comes, having been through that process enables you to know the nature of the problem and what can / needs to be done to address it.
So...
Who do you call?
How do you know even where to start?