Above co-workers, managers, and even division leaders, are business owners. Again, there are good business owners, and there are bad business owners. Most of the time, you'll probably never meet them in larger companies, but it seems to be something of a universal law that you'll cross paths at some point, and sometimes, this will coincide with an actual outage, just because the universe thinks it's funny.
Business owners can lose their job and their business in one fell swoop if there's a perceived mistake in their leadership. This won't be a defense of capitalism, and I'm not about to suggest the rising up of the working classes to seize the means of production, but it's always worth bearing in mind that the person who's getting angry at you for not giving complete enough (in their mind) answers might actually...