I've worked at a large FI where there is an entire team devoted solely to this task--"communicate with/between stakeholders and techies when something doesn't work." I have no idea what they do--or are qualified to do--if otherwise. They are 10 deep with 3 middle managers and a senior, out of a 100ish department devoted to the FI's .com and online services front-ends. There is another team for customer support.

Although definitely overkill, and understandably in an organization that doesn't particularly value efficiency either, it goes some ways to illustrate the importance of these communication channels in mission-critical environments.