In most organizations, developers are not allowed to access the production environment for stability, security, or regulatory reasons. This is a quite good practice (enforced by many frameworks like COBIT or ITIL) to restrict access to production but a major drawback is a mental distance created between developers and the real world. Likewise, the monitoring is usually only managed by operators and very little feedback is provided to developers except when they have to fix application bugs (ASAP, of course). As a matter of fact, most developers have very little idea of what a real production environment looks like and, more important, of the non-functional requirements allowing to write production-proof code.
Involving developers into resolving production issues is a good thing for two main reasons: