Reference answer
When an employee reports a suspicious email, I treat it as a critical potential incident. My response is a methodical, multi-step process designed to confirm the threat, contain it, and then eradicate it, all while communicating effectively.
My first step is acknowledging the employee and thanking them for their vigilance. This reinforces good security hygiene and encourages future reporting. I'll ask them not to click on any links, open attachments, or reply to the email, and to forward the suspicious email as an attachment to our security team's dedicated mailbox, so I can preserve its original headers and content for analysis.
Once I have the email, the initial analysis begins. I'll open it in a secure, isolated environment, typically a virtual machine or a dedicated sandbox service, to prevent any accidental compromise. I'll meticulously examine the email headers to understand its true origin. I'm looking for discrepancies in the "From" address versus the actual sending server, SPF, DKIM, and DMARC failures, or any signs of spoofing. I'll check the sender's actual email address for typos or unusual domains. Then, I'll analyze the content: the subject line, grammar, spelling, and any urgent or threatening language often used in phishing. I'll hover over any embedded links (without clicking!) to reveal the true URL, checking for redirects, shortened links, or domains that don't match the purported sender. Any attachments will be run through a sandboxing tool like VirusTotal or Cuckoo Sandbox to analyze their behavior without risking our network.
Let's take a concrete example: an employee forwarded an email claiming to be from "Microsoft" with a link to "reset their password." On inspection, the From address was support@m1cr0soft.com (a subtle typo), and the Reply-To address was completely different. The link, when hovered over, showed hxxps://malicious-site.xyz/login.php. The SPF record for m1cr0soft.com didn't include the sending IP, failing verification. This immediately flags it as malicious. The attachment, if there was one, would go into the sandbox. If it downloaded a malicious payload or attempted to execute suspicious commands, that's definitive proof.
If the email is confirmed as malicious, my next priority is containment. I need to ensure no one else falls victim. I'd immediately search our email gateway logs and our SIEM for other instances of this specific email using its unique identifiers (like subject line, sender IP, or hashes of attachments). If I find multiple instances, I'll work with our email administrator to block the sender's email address and domain at the gateway level. I'd also block any identified malicious URLs and IPs at our perimeter firewalls and web proxies. This prevents further delivery and access.
Following containment, eradication and communication are key. I'd instruct the email administrator to automatically remove all identified instances of the malicious email from users' inboxes across the organization, even those who didn't report it. I'd also draft a security advisory to all employees, without causing panic, explaining that a phishing campaign is active and reminding them of best practices for identifying and reporting suspicious emails. I'd use the details of the specific phishing attempt (e.g., "emails claiming to be from Microsoft asking for password resets") as examples in the advisory.
Finally, I'd conduct a post-incident analysis. This involves documenting everything: the original report, my analysis, the containment actions taken, and the eradication efforts. I'd also analyze the type of phishing attack to see if it exploited a gap in our security awareness training or technical controls. For instance, if many users received it, perhaps our email filter rules need strengthening. I'd update our threat intelligence with the malicious sender and URLs. This entire process ensures a reported phishing email is handled thoroughly, protecting our organization from potential breaches.